{"title":"A research on the influence mechanism of humanization degree of service robots on user misbehavior","authors":"Xiaoyu Wan, Haodi Chen","doi":"10.1108/md-08-2023-1466","DOIUrl":null,"url":null,"abstract":"<h3>Purpose</h3>\n<p>Explore how the degree of humanization affects user misconduct, and provide effective misconduct prevention measures for the wide application of artificial intelligence in the future.</p><!--/ Abstract__block -->\n<h3>Design/methodology/approach</h3>\n<p>Based on the “Uncanny Valley theory”, three experiments were conducted to explore the relationship between the degree of humanization of service machines and user misbehavior, and to analyze the mediating role of cognitive resistance and the moderating role of social class.</p><!--/ Abstract__block -->\n<h3>Findings</h3>\n<p>There is a U-shaped relationship between the degree of humanization of service machines and user misbehavior; Social class not only regulates the main effect of anthropomorphism on misbehavior, but also regulates the intermediary effect of anthropomorphism on cognitive resistance, thus affecting misbehavior.</p><!--/ Abstract__block -->\n<h3>Research limitations/implications</h3>\n<p>The design of the service robot can be from the user’s point of view, combined with the user’s social class, match different user types, and provide the same preferences as the user’s humanoid service robot.</p><!--/ Abstract__block -->\n<h3>Practical implications</h3>\n<p>This study is an important reference value for enterprises and governments to provide intelligent services in public places. It can prevent the robot from being vandalized and also provide users with a comfortable human-computer interaction experience, expanding the positive effects of providing smart services by government and enterprises.</p><!--/ Abstract__block -->\n<h3>Social implications</h3>\n<p>This study avoids and reduces users' misbehavior towards intelligent service robots, improves users' satisfaction in using service robots, and avoids service robots being damaged, resulting in waste of government, enterprise and social resources.</p><!--/ Abstract__block -->\n<h3>Originality/value</h3>\n<p>From the perspective of product factors to identify the inducing factors of improper behavior, from the perspective of social class of users to analyze the moderating effect of humanization degree and user improper behavior.</p><!--/ Abstract__block -->","PeriodicalId":18046,"journal":{"name":"Management Decision","volume":"47 1","pages":""},"PeriodicalIF":4.1000,"publicationDate":"2024-04-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Management Decision","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1108/md-08-2023-1466","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 0
Abstract
Purpose
Explore how the degree of humanization affects user misconduct, and provide effective misconduct prevention measures for the wide application of artificial intelligence in the future.
Design/methodology/approach
Based on the “Uncanny Valley theory”, three experiments were conducted to explore the relationship between the degree of humanization of service machines and user misbehavior, and to analyze the mediating role of cognitive resistance and the moderating role of social class.
Findings
There is a U-shaped relationship between the degree of humanization of service machines and user misbehavior; Social class not only regulates the main effect of anthropomorphism on misbehavior, but also regulates the intermediary effect of anthropomorphism on cognitive resistance, thus affecting misbehavior.
Research limitations/implications
The design of the service robot can be from the user’s point of view, combined with the user’s social class, match different user types, and provide the same preferences as the user’s humanoid service robot.
Practical implications
This study is an important reference value for enterprises and governments to provide intelligent services in public places. It can prevent the robot from being vandalized and also provide users with a comfortable human-computer interaction experience, expanding the positive effects of providing smart services by government and enterprises.
Social implications
This study avoids and reduces users' misbehavior towards intelligent service robots, improves users' satisfaction in using service robots, and avoids service robots being damaged, resulting in waste of government, enterprise and social resources.
Originality/value
From the perspective of product factors to identify the inducing factors of improper behavior, from the perspective of social class of users to analyze the moderating effect of humanization degree and user improper behavior.
目的探讨人性化程度如何影响用户不当行为，为未来人工智能的广泛应用提供有效的不当行为预防措施。设计/方法/途径基于 "不可思议谷理论"，通过三个实验探讨服务机器人性化程度与用户不当行为之间的关系，并分析认知阻力的中介作用和社会阶层的调节作用。研究结果服务机器人性化程度与用户不当行为之间呈 U 型关系；社会阶层不仅调节拟人化对不当行为的主效应，还调节拟人化对认知阻力的中介效应，从而影响不当行为。研究局限性/启示服务机器人的设计可以从用户的角度出发，结合用户的社会阶层，匹配不同的用户类型，提供与用户喜好相同的仿人服务机器人。实践意义本研究对企业和政府在公共场所提供智能服务具有重要的参考价值。社会意义本研究避免和减少了用户对智能服务机器人的不当行为，提高了用户使用服务机器人的满意度，避免了服务机器人被损坏，造成政府、企业和社会资源的浪费。独创性/价值从产品因素角度识别用户不当行为的诱发因素，从用户社会阶层角度分析人性化程度与用户不当行为的调节作用。
期刊介绍：
■In-depth studies of major issues ■Operations management ■Financial management ■Motivation ■Entrepreneurship ■Problem solving and proactivity ■Serious management argument ■Strategy and policy issues ■Tactics for turning around company crises Management Decision, considered by many to be the best publication in its field, consistently offers thoughtful and provocative insights into current management practice. As such, its high calibre contributions from leading management philosophers and practitioners make it an invaluable resource in the aggressive and demanding trading climate of the Twenty-First Century.
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